Case Management System - Office of the Federal Ombudsperson for Victims of Crime (OFOVC) and Ombuds and Informal Resolution Services Office (OIRSO)

Amendment 003 is being issued to post the Questions and Answers.
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Amendment 002 is being issued to post the Questions and Answers. NOTE: Included in this response is a solicitation closing date extension from April 23, 2024 to May 8, 2024
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Amendment 001 is being issued to post the Questions and Answers.
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The Department of Justice Canada (JUS) has a requirement for a Software as a Service (SaaS) platform and associated services (via the issuance of Task Authorizations) to support case management of files enabling robust reporting and data analysis. This solution is required to effectively manage case files, increase capacity for trend analysis and support systemic reviews.

The case management solution must be bilingual, respect Government of Canada accessibility and security requirements, be user friendly, have a data entry interface that will avoid the possibility of overwriting information from one victim/case to another, and have an efficient search engine. The system also needs to allow the deletion of transitory information in a victim/case file upon request from the user.

The Office of the Federal Ombudsperson for Victims of Crime (OFOVC) and Ombuds and Informal Resolution Services Office (OIRSO) are two separate distinct Ombuds offices that operate within JUS. Each have a need to acquire a new commercially-available case management system. It is expected that both offices will have similar technical requirements, although specific fields/categories and work flows within the system will be different between the offices. This system should be a web-based service offered by the Contractor, where the data will be stored on a cloud (server must be located in Canada). The system should allow the OFOVC/OIRSO to capture, manage, and analyze information provided by clients/inquirers who contact the offices as well as facilitating the tracking of activities and follow-ups.

JUS intends to award one (1) contract for this solution for five (5) years with the option to extend for an additional (5) periods of one (1) year each under the same terms and conditions.

There are security requirements associated with this requirement. For additional information, consult Part 6 - Security Requirements, and Part 7 - Resulting Contract Clauses.